Complaints procedure

Our commitment

A complaint is any expression of dissatisfaction about our service, our staff or a decision we made. We treat every complaint seriously, we handle it fairly and we use what we learn to improve. Making a complaint will never affect how we treat you.

How the process works

What to include

To help us resolve it quickly, include your full name, the email address on the account, the date and a short description of the issue, and any reference numbers or screenshots that support it. Please do not send passwords, full card numbers, one-time codes or API secrets. We will never need them to investigate.

Timelines

We aim to acknowledge a complaint within two business days and to provide a final response within 30 calendar days. If we need longer, we will tell you why and when to expect an answer. These are the maximum targets, and simple cases are often resolved sooner.

For complaints that involve a regulated service in a particular province or territory, the timelines and rights set out by that province's regulator apply in addition.

If you are not satisfied

If our final response does not resolve the matter, or if we have not replied within the timeline above, you can take your complaint to an independent body. In Canada, the Ombudsman for Banking Services and Investments (OBSI) offers a free and impartial review for eligible complaints about investment firms, and CIRO is the national self-regulatory organization for investment dealers. Which of them can help depends on the service involved and on the firm that provided it, and our reply will tell you the right route for your case.

What we promise

• To be open about what happened and to give you honest reasons.
• To keep your complaint and your data confidential.
• To have your case looked at objectively by someone who was not involved.
• To keep you informed with clear, plain-language updates.
• To fix errors and, where we are at fault, to put things right.

What counts as a good outcome

A resolution can take several forms: an explanation, a correction to your account, a refund of a fee we charged in error, an apology or a change in how we do something. We will say clearly what we are offering and why. If we disagree with you, we will give our reasons and point you to the next step instead of simply closing the case.

Complaints about other organisations

Some problems originate with an exchange, a bank or a payment provider rather than with us. We will help by sharing what we can see and by pointing you to the right place, but we cannot resolve a complaint on another firm's behalf.

Keeping records

We keep a record of every complaint, the steps we took and the outcome, and we review them regularly for patterns. If several people raise the same issue, we treat it as a problem with our service and not only as an individual case. You can ask for a copy of the record of your own complaint at any time.

Examples of what you can complain about

Anything about our service is in scope. Typical examples are an unexplained charge, a delay in processing a withdrawal, an error in a report, a manager who was rude or who gave you incorrect information, a security concern that was not handled properly or a decision to restrict your account that you believe was wrong.

If you are not sure whether your issue is a complaint or a question, send it anyway. We will treat it in the way that gets it solved fastest, and we will tell you which route it went through.

Contact

Email: [email protected]. Postal address: 275 Slater Street, Suite 1100, Ottawa, ON K1P 5H9, Canada. Client Support and Compliance.